Changelog

April 20, 2021: Turn Off Topics in Trends + Improved Sentiment Analysis

New! Ignore topics in the Trends view

This week we launched the first phase of Topic Management: you can now remove specific topics in the Trends view.

Simply click Ignore for that topic in Admin >> Topics. You can always click Track to add it back if you change your mind.


Sentiment analysis now ~90% accurate

We’ve improved the accuracy of our sentiment analysis (that is, positive, negative, neutral).

It was previously ~70% accurate in data we tested. Pretty high but we could do better. We’ve improved it by 20-25% to achieve 90%+ accuracy. 

April 4, 2021: Topic Groupings Improved + Data Source Filters

Topics are now more relevant with fewer duplicates 

We’ve improved how we group topics in Viable: duplicate topics are now significantly reduced.

For example, instead of keyboard shortcuts, shortcuts, and hot keys appearing as separate topics, they’re now automatically consolidated under one topic label, i.e. shortcuts. 

This reduces a lot of noise when using the filters. The Trends graphs will also be more relevant with more unique issues highlighted.


Narrow your analysis by data source 

We’ve added filters for data sources so you can ask questions and get answers about just those data points. 

For example, if you just want to ask questions of your survey data from Delighted, select the Delighted filter.


Ask questions of specific customer types, product lines, and more from your CSV data

Custom surveys, product reviews, and more are often stored in CSVs—perfect for analysis in Viable. 

With new trait filters, you can now ask questions about specific customer or product segments. Currently available only for CSV data sources. 

Say you uploaded a CSV of an NPS survey with the following traits:

Geography
Customer type
Product range
Device type
NPS score

You can select, say, customer type A and product range Y across device type Z and answers to your questions will contain data specific to just those selections.

You can use all existing filters in Viable together: customer or feedback filters by data source for targeted questions and insights.

March 18, 2021: Topic Counts Appear with Answers


Get the frequency rate of the topics related to your question

Each answer in Viable now shows the relative importance of the main topic—for example, calendar—as a percent of all topics tagged.

You'll also get a list of additional topics most frequently mentioned with the main topic. For instance, availability is mentioned 6% of the time that calendar is mentioned in this example.

Feb 26, 2021: We’ve added Front and Delighted integrations


Get insights from your Front and Delighted datasets

We've added Front and Delighted integrations so you can get insights from your Front and Delighted customer feedback.

Like with Zendesk, set up is a quick, 2-click process. Data will import and automatically get tagged by topic so you can start asking questions.

When Delighted is integrated, filters for NPS scores and other Delighted categories are added to the Feedback view.


If you're using Front or Delighted, join our pilot!


Add custom data via our ingress API endpoint

Data in custom format can be added to Viable for analysis via API. Here are the instructions.


Scan feedback more easily with a cleaner UI

Feedback previously appeared as a single paragraph per data point even if users had written multiple paragraphs, lists, or separate lines. We added back line breaks to separate them—easier to read.

We’ve also moved the app logos next to the timestamp to make room for more feedback entries per screen.


Other improvements

Tag has been renamed Topic (in the Feedback view filters, below Emotion). More intuitive, we think!

Feb 19, 2021: Introducing Trends in Viable!


New! Trends: See what your customers are talking about most

You can now see which topics are mentioned most often in your customer feedback data and how they trend over time. We automatically graph most mentioned topics by week.

You'll also see trending topics by dimension: positive or negative sentiment, feature requests, frustrating, delightful, confusing, disappointing, or worrying.


Answers are now more on-target

We’re constantly tinkering with the AI model in Viable to provide the best possible answers to your questions. We’ve refined answers to be more targeted to each question. You might even say our model acknowledges your question better.

Set up a “Zap” via Zapier to add more data for analysis

Want to add a dataset not currently in Zendesk to Viable? If it’s in an app supported by Zapier and you have a Zapier account, you can add it by following the instructions in our Zapier set-up guide.

Other improvements

Our new animation gives you a better sense of what’s happening after you ask a question—and it’s a little nicer to look at as our system prepares your answer.

February 5, 2021: Activity feed, faster Slack, auto-gen text blocked


Get insights into questions previously asked and answered

The new Activity feed shows questions (and their answers) previously asked by you and your colleagues. Compare answers and spot patterns.


Automated response text now excluded

Auto-generated phrases in support tickets such as chat ended will now be  filtered out at ingest to improve data import.


Other improvements

The Slack integration (@Viable) responds much faster now. Get your questions answered without leaving your Slack space.

January 22, 2021: view answer tags & block automated tickets


View tags used to generate answers

For every question, the tags used to create the answer now auto-populate under filters for your reference.

It helps as you dig deeper by topic.


Other improvements

Auto-generated tickets can now be filtered out by email address.


Bug fixes

Import progress box will now disappear when the import is complete.

January 14, 2021: threaded replies, Zapier, & Slack feature

Below are improvements we’ve made this week.


Threaded messages now included in data import

Viable now imports all the text embedded in support ticket threaded replies. 


Submit questions and get responses via Slack

You can now set up Viable to ask questions and get answers directly in Slack.

Get insights from customer feedback without leaving your Slack space.


Zapier now available for integration 

We added a Zapier integration for sending customer feedback data to Viable from your Zapier-enabled apps. 


For example, for customer service Twitter @ mentions, you can set up a Zap to automatically import those tweets into Viable.

You can then query the data in Viable.


More on Twitter Zaps specifically.


Email signatures and email chains now scrubbed at import

We’ve dialed up our data scrubbers to reduce “noise.” We won't tag:

  • Email signatures, e.g. “Sent from my iPhone” that appear in tickets
  • Repeated text in an email or message chain
  • Data points that are 10 characters or less (e.g. “thank you”)


Other improvements

Data ingestion progress bar now updates in real time.